Understanding Escalation Using Notification Method

Use the workflow tools in the JD Edwards EnterpriseOne system to streamline the case escalation process and to notify the necessary individuals that the case has been escalated. The system enables you to send email notifications if a case is not closed within a specified period of time. This automates traditionally paper-based tasks with an email-based process throughout the network.

Define workflow structures for each provider group, priority, and level of escalation. Workflow structure setup allows only a single address number at any escalation level. To send the escalation message to multiple people, you must create a distribution list and specify the group within the distribution list at the appropriate escalation level.

When you add a case to the database, the system creates a message within the Work Center (P012501). This message is placed in a mailbox at the provider group level or at the assignee level. If you have defined routing rules, the system assigns the case to the provider group or individual that you assigned in these rules. After the system makes the provider group assignment, it calculates the case commitment date and time by analyzing entitled (service contracts) and unentitled records (which are case type and priority records), workday calendars, and threshold hours. Based on the provider group setup, the case type, and the priority information defined in the Provider Group Revisions program (P17506), the system updates the case record with the escalation date and time and an escalation level of 1. All escalation date and time calculations are based on the commitment date and time that the system calculates using the provider group or contract information. When you run the Escalation processing program (R17680), the system checks for cases requiring escalation.

When the escalation time expires, the system can increase the priority of the case and send notification messages to the provider group members (the distribution list) if the case is assigned to a provider group, or it can send a message to the assignee if the case is assigned to an individual. The system updates the escalation level for the case and awaits a status change, the next level of escalation, or notification. At each escalation level, the system uses the escalation percentage values defined in the F1753 table and the time remaining in the time-to-close to calculate the escalation interval. When you close the case or reach the end of the escalation levels, the case is no longer eligible for escalation.